Senior Customer Relations Specialist, PSA
About The Position
Collectors is seeking Senior Customer Relations Specialists to join their PSA Customer Relations team. PSA is the largest and most trusted third-party trading card authentication and grading company globally, having certified over 40 million cards and collectibles since 1991. The Customer Resource Center operates within the operations process, collaborating with other departments to resolve customer issues. The ideal candidate will be a team player with at least 3 years of customer relations experience, including handling customer resolutions, processing and investigating claims, and shipping/handling. This role requires strong problem-solving skills, the ability to de-escalate situations, and excellent communication abilities. The position reports to the Assistant Manager, Customer Relations and is a full-time, onsite role in Plano, TX, requiring presence in the office 5 days per week.
Requirements
- At least 3 years or more of relevant customer relations experience.
- Strong problem-solving skills.
- Excellent communication skills.
- Excellent listening skills and an empathetic voice and manner.
- Organized, detail-oriented, and possess strong interpersonal skills.
- Knowledgeable in Google Workspace systems.
- Candidates must be authorized to work in the United States.
- Ability to lift, carry, and move materials up to 40 pounds.
Nice To Haves
- College degree preferred.
- Experience handling customer resolutions.
- Experience processing and investigating claims.
- Experience with shipping and handling.
- Knowledgeable utilizing Salesforce.
Responsibilities
- Exercise discretion and exhibit sound judgment and decision-making when engaging with all parties internally and externally.
- Collaborate with Operations and other departments to find appropriate solutions for customer responses.
- Provide accurate, valid, and complete information by using department protocols to our customers.
- Resolve queries by clarifying the customer’s issue, determining the cause of the problem, selecting, and explaining the best solution to solve the problem.
- Maintain accounts by processing customer adjustments.
- Continuously update department spreadsheet of incoming orders.
- Escalate unresolved issues to the appropriate lead/supervisor.
Benefits
- Medical, Dental, and Vision Insurance
- Fertility, commuter, and educational assistance benefits
- 401(K) Matching Plan
- Paid vacation
- Ten company paid holidays
- Employee discounts on select grading services
- Flexible schedules with varying shifts
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
